If your device that is enrolled in two-factor authentication (2FA) is stolen, broken, or lost, contact IT Services right away. When you contact IT Services, they will take the necessary steps to disable 2FA on your device. They can also help you to access your account with a different device or use a bypass code. Even if you can't use your device, your password will remain protected.
If you are planning to replace your device, you can take advantage of Duo's Instant Restore process, which will store an app backup and simplify the replacement process. In your current device, make sure that iCloud Keychain is enabled for iOS devices where you use Duo Mobile. If you have an Android device, toggle on the Backup Accounts With Google Drive option in Duo Mobile. Once an app backup has been created, you can move to your new device, open Duo Mobile, and tap Get My Account Back to begin the Instant Restore process.
If you have not had the chance to activate the backup process before you need to switch devices, follow these instructions to reactivate a mobile device that has been deactivated because it was lost and you've found it, or if the device was broken and it is fixed now, or if you have a new phone with the same operating system (e.g., iOS or Android) and it will use the same phone number.
- Go to the 2FA website (2fa.uchicago.edu).
- Navigate to Manage Devices.
- Select Re-activate displayed next to your device's listing.
Having the Duo Mobile app already installed on your device before reactivating is helpful. More information is found in Register Your Smartphone in Two-Factor Authentication (2FA). If you'd like to add a tablet, the process is slightly different; see the instructions to Register a Tablet. It is important to register more than one device, if possible, to ensure that you continue to have access even if your primary device is unavailable.
If you're replacing your old device with a new one that uses a different operating system, you'll need to remove your old device then add the new one. To remove your old device from the 2FA website, follow the instructions below:
- Go to the 2FA website.
- Navigate to Manage Devices.
- Next to your old device, select Remove.
- Now, follow the Register a Device link in the left-hand column to add your new device.
Contact IT Services with any questions on managing your 2FA devices.